Poor service

My wife recently insured our aunt through this company, clinetele went to do a debit order before her salary was in the account and due to that a debit order did not go through. She was worried about the policy being cancelled she took the initiative to call this company to notify them that they should not run her debit on that date and a new date was agreed upon. She agreed with them that she will be debited twice in the next premium collection which she was. During this period the person insured passed on, the policy did not lapse and arrangements were made to get the policy into compliance status. She eventually submitted a claim through Clientele as because the insure person passed on. What is strange about this claim is that she Clientel gave her the airtime as per policy agreement we all thought they are going to pay out, on the last hour she was told that she skipped payment, the day she was called clientelle had double debit order was done and the very next day she is told that she skiped payment. I find this company to behave like ******** who only promises people moon and stars but when it time to pay up the they take from post to pillar.

She was told to prove that debit order was taken twice and she had to had to leave her work to get bank statements to prove debit order collection, after she sent all that she received a call that the money was received late how are we being punished for banking turn around it not our fault as clients. Clientele needs to explain if they are only happy to collect premiums from clients even though they know that they do not intend to pay out. The money is paid by debit order therefore the lame excuse that we are being given is just pathetic it will make sense if we paid money manually then we can take that explanation that payment was made late and if the policy lapsed why did they take the money from the bank.

Had they also explain that should you miss one payment you will lose your benefits, then it will be a problem. That policy was active hence debit orders where processed and Clientele did pay for an airtime may be we were insured for R200.00 airtime who knows. We demand an explanation here get us someone who will explain why will you continue to collect premium and still refute our claim.